End User Support Specialist

End User Support Specialist

• Key Responsibilities:
• Provide first-level technical support to employees by addressing hardware and 
• software issues, and logging, troubleshooting, and resolving help desk tickets.
• Ensure that all incidents and service requests coming into the Service Desk are 
• handled correctly and promptly.
• Act on incidents that are approaching or have reached the point of breaching our 
• service level agreements.
• Properly escalate incidents to the application owner according to the impact, 
• severity, and urgency.
• Collaborate with the Local & Regional Infrastructure team to manage the IT platform 
• and keep the information systems in optimal operating condition.
• Monitor and administer the network and its various applications to ensure system 
• reliability, availability, and security.
• Assist with new hire processing, including account requests, verification, and 
• equipment configuration and setup.
• Install, configure, and troubleshoot computer systems, hardware, and software.
• Perform daily IT tasks and help maintain and update the company’s IT systems, 
• including servers and networks.
• Support the IT team in managing user accounts, permissions, and IT inventory and 
• asset tracking.
• Solve problems with various appliances, including laptops, Dell Wyse projectors, 
• Webex kits, monitors, printers, servers, and network equipment.
• Assist with a wide range of issues, including connection problems, data access, 
• network failures, poor computer performance, and VDI migration.
• Configure and maintain network devices, such as routers, switches, firewalls, and 
• VPNs, to ensure smooth and secure communication within the organization. 
• Monitor network bandwidth utilization using SolarWinds.
• Install software updates, patches, and security fixes to keep systems up to date and 
• protected against vulnerabilities and exploits using SCCM (System Center 
• Configuration Manager) & Rapid7.
• Implement and monitor security measures, such as firewalls, antivirus software, 
• and intrusion detection systems, to protect the organization's data and systems 
• from cyber threats.
• Create and execute backup and disaster recovery strategies to maintain data 
• integrity and reduce downtime during system failures or emergencies. Set up 
• systems for high availability with backup and recovery, failover, load balancing, and 
• complete redundancy strategies. Conduct regular system backups and recovery 
• tests. Conduct annual updates for the Disaster Recovery Plan (DRP) and Business 
• Continuity Plan (BCP).
• Maintain detailed documentation of IT systems, configurations, and procedures, 
• and generate reports on system performance, security incidents, and compliance 
• with IT policies.
• Work closely with other IT professionals, such as Profile Admin, Network Engineers, 
• Cybersecurity Analysts, Database Administrators, and Application Owners to 
• coordinate IT projects and resolve complex issues collaboratively.
• Maintain and update IT documentation, including user manuals and system 
• configurations.
• Assist in the implementation of IT projects and initiatives.
• Train end-users on best practices for technology use and security protocols.
• Collaborate with IT teams to enhance user experience and resolve complex issues.
• Provide hands-on support to our specialist teams with server, network, and 
• telephony infrastructures.

Qualifications:

• Minimum of 5 years of relevant experience in IT/Tech Support or related roles.
• Experience with ticketing systems and incident management using ServiceNow.
• Strong understanding of IT operations, including networking, systems, security, and 
endpoint management.
• Hands-on experience with Windows operating systems is required.
• Experience with Mobile Device Management (MDM) solutions, particularly Microsoft 
Intune, is advantageous.
• Functional knowledge of VMware ESXi, Active Directory, networking, and telephony.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a 
plus.
• Excellent communication and interpersonal skills with a customer-focused 
approach.
• Exceptional documentation skills and attention to detail.
• Strong teamwork and collaboration abilities.
• Ability to work effectively under pressure and manage multiple priorities.
• Positive attitude and ability to maintain composure in challenging situations.
• Strong problem-solving mindset with an eagerness to learn.
• Collaborative team player who thrives in cross-functional environments.
• Ability to work independently and as part of a team in a fast-paced environment.
• Adaptable and flexible in a dynamic work environment.
Preferred Skills:
• Experience with Windows operating systems, VMware Virtual Desktop, networking, 
ticketing systems, and telephony systems (e.g., Avaya & CXone).
• Knowledge of programming languages (e.g., Visual Studio, MS Access) is a plus.
Certifications:
• Relevant certifications, such as CompTIA A+, Network+, Security+, Microsoft 
Certified Systems Administrator (MCSA), Avaya Certified Professional (ACP), or 
NICE CXone certifications, can be highly beneficial